Jennifer Jackson
Carnegie
Summary
Dedicated professional with extensive experience in claims processing and customer service. Skilled in executing training programs and enhancing workflows, leading to improved team performance and reduced turnover rates. Committed to delivering excellent client education and support.
Overview
19
19
years of professional experience
Work History
Medicare Enrollment Specialist
Peak Health LLC
2024.10 - Current
- Executed efficient processing of 20-55 enrollment applications each day to maintain compliance with federal regulations and uphold organizational standards.
- Educated clients through phone interaction in understanding policy benefits and coverage options, enhancing customer satisfaction and engagement.
- Developed and delivered training programs focused on effective call handling and CRM system usage for newly hired staff.
- Designed and executed training programs aimed at enhancing employee skills and overall performance and decreased staff turn over by 10%
Senior Commercial Claims Examiner
UPMC Health Plan
2016.09 - 2024.06
- Processed complex insurance claims using advanced software tools.
- Implemented process improvements that enhanced workflow efficiency within the department.
- Led training sessions on regulatory changes affecting claims assessments and procedures.
- Collaborated with healthcare providers to resolve discrepancies and improve claim outcomes.
- Mentored 10-12 junior examiners on best practices in claims review and processing.
- Participated in cross-functional team meetings to address organizational challenges related to claims management and develop solutions collaboratively.
- Provided exceptional customer service by empathetically addressing claimants'' concerns and effectively explaining the claims process to them.
Senior Customer Service Advocate
Allegheny Health Network
2015.01 - 2016.07
- Led customer service initiatives to enhance patient satisfaction and streamline communication processes.
- Mentored new team members, fostering knowledge sharing and improving overall service quality.
- Analyzed customer feedback to identify trends, implementing changes to improve service delivery.
- Collaborated with healthcare teams to resolve complex issues, ensuring efficient patient care coordination.
Senior Customer Service Advocate
Verizon Wireless
2007.04 - 2014.05
- Managed escalated customer inquiries, providing effective solutions and maintaining positive relationships.
- Facilitated regular team meetings focused on performance metrics and best practices in customer service.
- Implemented process improvements that reduced response times for customer inquiries and complaints.
- Achieved top-tier customer service ratings by effectively handling difficult situations with diplomacy and tact.
- Streamlined communication processes for increased efficiency and improved customer experience.
- Trained and directed new employees in call script use, conflict resolution, and data entry practices to boost customer satisfaction ratings.
Education
Bachelor of Science - Education
Edinboro University of Pennsylvania
Edinboro, PASkills
- Performance tracking
- Strong presentation skills
- Customer service
- Problem-solving
- Critical thinking
- Flexibility
- Decision-making
- Continuous improvement
Timeline
Medicare Enrollment Specialist
Peak Health LLC
2024.10 - Current
Senior Commercial Claims Examiner
UPMC Health Plan
2016.09 - 2024.06
Senior Customer Service Advocate
Allegheny Health Network
2015.01 - 2016.07
Senior Customer Service Advocate
Verizon Wireless
2007.04 - 2014.05
Bachelor of Science - Education
Edinboro University of Pennsylvania